Front office staff, like soldiers on the front lines of battle, is often placed in situations where they are nose-to-nose with students, faculty and staff who are not at their best. They are asked to create a warm, caring, customer-service focused place for students, faculty and staff to have their questions answered. This program will offer some practical advice on how to work with emotional and at-risk faculty, staff and students who approach front office staff in person, on the phone or through email in a disrespectful manner. The presenters will also discuss ways to create an office waiting room environment that will help reduce conflict and prevent problems before they start.